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Genesys CTI Technical Discussion / Exploring the Future of Genesys CTI Integration.
« Last post by Danielpoope on October 14, 2025, 05:13:02 PM »
I believe that the integration of Genesys CTI with emerging AI technologies has the potential to revolutionize customer service. But what if we fully automated the decision-making process in customer interactions? Would we sacrifice the human touch for efficiency, or could AI enhance the customer experience in ways we haven't yet imagined?
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Genesys CTI Technical Discussion / Re: Allow internal transfer when agent is in not ready state.
« Last post by catanirex on September 29, 2025, 02:14:05 PM »
If the internal call is made via routing you can use the ForceRoute block for these calls. Have you tried that?
You can also create a custom NotReady code ("Agreed to take call when in NR") and check if agent is in that specific state, and only the do the Force Route.
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Genesys CTI Technical Discussion / Allow internal transfer when agent is in not ready state.
« Last post by PFCCWA on September 22, 2025, 10:15:36 AM »
Hello,
Has anyone managed to allow internal transfer calls (instant or consult) when receiving agent is in not ready state?
in our case, receiving agent has agreed to the transfer, agent1 with call performs transfer but call does not route.
if receiving agent2 changes state to ready they receive call.
there are reasons this wont always work ie if we have queuing calls, they will route to agent2 if they become ready.
Checked WDE (v8.5) and SIP Server (v81) options which sound like they would allow it but doesnt work.
thanks,
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by PFCCWA on August 28, 2025, 09:15:53 AM »
thanks for checking Kubig.
I raised a Genesys case and they have asked to me test a setting in the JavaServerStarter.ini file to increase the max form content size by adding the line:-

-Dorg.eclipse.jetty.server.Request.maxFormContentSize=2000000

Do you have these settings under [JavaArgs] section in that file?

regards,
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by Kubig on August 28, 2025, 09:00:55 AM »
I have just tried to export 750+ agents via GAX and haven't encountered any issue at all
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by cavagnaro on August 26, 2025, 12:58:44 PM »
Hi, al good yes.
I see... Need to find a customer with that version and that amount of users. But, I would already bother Genesys with it. I remember a 8.5 with similar bug report

Enviado de meu SM-S918B usando o Tapatalk

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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by PFCCWA on August 26, 2025, 12:56:36 PM »
Hi Cavagnaro
hope all is well.
thank you for replying.
I am using GAX v9.0.109.04 (latest). Smaller agent exports work, just not larger ones (ie >500 agents).
It is also reported that users cannot make more than 1 change to a PG at a time, so they have to close the object then reopen and make the second or subsequent change. I cant see any related option but this was not an issue in our previous 850 version.

thanks
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Genesys CTI Technical Discussion / Re: Anyone still using Genesys On-Prem / Engage?
« Last post by cavagnaro on August 26, 2025, 11:00:15 AM »
Which version of GAX? Will try if we have same version. Usually don't use that feature

Enviado de meu SM-S918B usando o Tapatalk

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Genesys CTI Technical Discussion / Anyone still using Genesys On-Prem / Engage?
« Last post by PFCCWA on August 22, 2025, 03:12:05 PM »
I have a GAX query, on agent export limit.
wondered if anyone experienced this issue on v9.0
thanks
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Genesys CTI Technical Discussion / Customizing Queue Activity Report
« Last post by victor on April 30, 2025, 04:59:55 AM »
Hi,

I would like to customize the queue activity report so that the call would be counted when the call has ended and not when it has originated.

In other words, if the call comes in at 15:13 and ends at 15:48, and I run the report at the end of the day it currently shows as 1 in 15:00-15:30 reporting period and I would like to see this one in 15:30-16:00 period.  Is there a simple way to do it?
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